Previous fix (return True from action_generate_summary) prevented the
self-id crash but introduced a worse regression: Odoo's web client
auto-closes target='new' modals on any non-action return — the
"wizard done" convention. So Generate Summary updated the field and
then immediately killed the dialog, leaving the user with no chance
to click Send Engagement.
The only Odoo-19 idiom that reliably keeps a wizard dialog open
across a button click is to return an act_window dict that re-opens
the same wizard record (res_id=self.id). That was the original
approach — it crashed because of the active_id self-id collision in
default_get. With the active_model='helpdesk.ticket' guard now in
place (from 0104e877), the re-open is safe.
Belt-and-suspenders: the re-open action passes context={} explicitly,
so even if a future change to default_get drops the active_model
guard, there's no parent-form active_id leaking in to confuse the
ticket lookup. The wizard record is loaded by res_id directly; Odoo
19 doesn't call default_get for record loads, only for new-record
creation.
Centralised the re-open logic in _reopen_action so single + bulk
modes share the same code path.
Bumps fusion_helpdesk_central to 19.0.2.3.4.
Repro: open the engagement wizard on a ticket, write findings, click
'Generate Summary from Findings'. Notification: "Ticket N no longer
exists" and the whole dialog closes — even though the ticket clearly
exists in the DB.
Root cause was two compounding bugs:
1. action_generate_summary returned an act_window dict with
res_id=self.id to "stay open after writing the summary field". The
web client honoured that by opening a NEW act_window — and the new
action's context inherited active_id=<wizard_id> (because that's
the res_id of the action being opened). Wizard ids are not ticket
ids, but our default_get didn't know the difference.
2. default_get read ctx.get('active_id') unconditionally, without
first checking ctx.get('active_model') == 'helpdesk.ticket'. So
when active_id pointed at the wizard's own id, default_get fed
that to _default_get_single, which raised "Ticket <wizard_id> no
longer exists" — and the user saw a confusing error about a
ticket that obviously DID exist (just not with that id).
Two fixes:
(a) action_generate_summary + action_generate_all_summaries now
return True. The form field write is visible to the client via
the call response; the wizard re-renders with the new
ai_summary populated. No spurious navigation, no context
pollution.
(b) default_get only consults active_id / active_ids when
active_model is helpdesk.ticket. Explicit
default_ticket_id[s] context keys still take precedence and
aren't gated by active_model (they're the caller's strong
signal).
Verified live: opening the wizard with active_id=99999 and NO
active_model no longer raises 'Ticket 99999 no longer exists' —
just creates the wizard cleanly. The normal flow (default_ticket_id
+ active_model='helpdesk.ticket') still works as before.
Bumps fusion_helpdesk_central to 19.0.2.3.3.
The old flow fired OpenAI on wizard open with just ticket + chatter,
so the AI summary was just a paraphrase of what the user originally
reported — your engineering analysis (scope, limitations, recommended
approach) never made it to the owner. Restructure to a two-step flow:
1. Open wizard → empty findings + empty summary, NO OpenAI call
2. You write findings: scope / effort / approach / risk
3. Click 'Generate Summary from Findings' → OpenAI runs with
ticket + chatter + findings, where the prompt explicitly tells
the model to weight findings MORE THAN the original report
4. Review/edit, then Send
Bulk wizard mirrors the flow per line: each row gets its own
findings + summary, one 'Generate All Summaries' button fans out
parallel OpenAI calls using each line's own findings.
Updated SUMMARY_PROMPT to:
- Tell the model the support engineer's findings are authoritative
- Emit a bullet structure that leads with the recommendation, not
the user's restated ask
- Side with findings over the original report when they conflict
New tests cover:
- default_get does NOT fire OpenAI (regression guard for auto-AI)
- Findings text actually reaches the OpenAI prompt
- Send works with a manually-typed summary (no AI in the loop)
- Existing bulk + validation paths still pass with the new shape
Also folds in the deferred code-review #7: ThreadPoolExecutor now
explicitly cancels pending futures on timeout via
shutdown(wait=False, cancel_futures=True) so a slow OpenAI day can't
hold the wizard open for ceil(N/workers)*15s.
Bumps fusion_helpdesk_central to 19.0.2.3.0.
Smoke-tested live on nexa: opening the wizard makes zero OpenAI calls;
clicking Generate with findings='My findings: scope is XL, ~8h' makes
exactly one call and the findings text is verifiably in the prompt
body received by call_openai_chat.
Adding the 'Fusion Helpdesk Central' block to General Settings so the
three ICP keys the engagement flow reads are configurable from a real
form instead of forcing admins to open Technical → System Parameters.
Three settings, all wired via config_parameter= so the existing read
paths (engagement_wizard, _fc_send_engagement_reminders) keep working
unchanged:
- fusion_helpdesk_central.openai_api_key (password widget — doesn't
render plaintext on the form)
- fusion_helpdesk_central.openai_model (default 'gpt-4o-mini')
- fusion_helpdesk_central.engagement_reminder_days (default 3, 0
disables the reminder cron entirely)
Bumps fusion_helpdesk_central to 19.0.2.2.0.
Find under Settings → Fusion Helpdesk Central. The block has two
sub-sections: "Owner Approval — AI Summary" (key + model) and
"Owner Approval — Reminder Cadence" (days).
Adds a one-click 'loop the owner into the chatter' shortcut on the
ticket form — separate from the engagement approval flow, just keeps
the owner in the loop on ongoing communication.
What's new on helpdesk.ticket:
- x_fc_owner_display (computed Char): 'Kris Pathinather <kris@…>',
read live from fusion.helpdesk.client.key so a change to the owner
contact reflects immediately on every existing ticket.
- x_fc_owner_email_resolved (computed Char): email-only slice, drives
view visibility (the field + button only render when an owner is
configured).
- x_fc_owner_is_follower (computed Boolean): True when a partner with
the owner email is in message_partner_ids. Swaps the button for a
green 'Following' badge when the owner is already on the thread.
- action_add_owner_as_follower(): find-or-create the owner partner by
email and message_subscribe. Idempotent — second call is a no-op,
no duplicate partner. Raises UserError with a clear message if no
owner is configured.
View extension on the helpdesk ticket form: injects right after the
existing partner_id ('Customer') field in the customer side group,
so it reads as 'Customer | Owner Contact [Add as Follower]' — same
row, no layout shift when the state flips to 'Following'.
Tests cover the compute display in three states (configured,
no-client-label, no-owner-on-key), the action's three paths
(create-and-subscribe, reuse-existing-partner, idempotent-when-
already-following), and the UserError when nothing is configured.
Smoke-tested live on nexa: ticket with x_fc_client_label='ENTECH'
displays 'Kris Pathinather <kris@enplating.ca>'; first click adds
res.partner #723 to followers and flips owner_is_follower to True;
second click is a no-op.
Bumps fusion_helpdesk_central to 19.0.2.1.0.
Findings from the post-feature code review on commit 396170b4. Addresses
the two CRITICAL + one HIGH + two MEDIUM issues; rest are deferred.
CRITICAL #1 — magic-link token race:
Two near-simultaneous POSTs on the same /engagement/<token>/approve
could both SELECT state='pending' under READ COMMITTED, both post
chatter, and let the last writer flip the outcome. Now the POST path
does an atomic UPDATE helpdesk_ticket SET token=NULL WHERE token=%s
AND state='pending' RETURNING id — the loser gets no row back and
renders the friendly invalid-link page. Verified live: 2 concurrent
POSTs → 1 wins, 1 loses, exactly 1 chatter row.
CRITICAL #2 — reminder cron without per-row savepoint:
Per CLAUDE.md rule #14, a DB failure mid-loop aborts the whole
transaction and silently kills the rest of the batch. Wrap each row's
send_mail+write in `with self.env.cr.savepoint()`. Also corrected the
success-count log (was len(stale), now actual sent count).
HIGH #3 — turnaround pivot summed instead of averaged:
fields.Float defaults to SUM aggregator; meaningless for per-ticket
decision delays. Added aggregator='avg' so the pivot reads "avg
turnaround per ticket" not "summed wait time".
HIGH #4 — added test_concurrent_claim_only_one_wins regression test
that fires two real HTTP POSTs against the same token and asserts
exactly one wins + exactly one approval chatter row exists.
MEDIUM #6 — cron nextcall pinned to 09:00 tomorrow so reminders land
in business hours regardless of when the module was last upgraded.
MEDIUM #10 — escalate failed owner-partner-create from WARNING to
ERROR (via _logger.exception) since silent attribution to the bot
account is a real audit-trail confusion.
Deferred (follow-up commits): #5, #7 (executor cleanup), #8, #9,
#11–#14 — none are bugs, all spec-drift or hardening.
Ships the design spec at docs/superpowers/specs/2026-05-27-owner-approval-flow-design.md.
What's new on central (fusion_helpdesk_central 19.0.1.2.0 -> 19.0.2.0.0):
- Engagement model: 8 new fields on helpdesk.ticket (state, snapshotted
owner email/name, single-use UUID4 token, sent/reminded/decided
timestamps, AI summary, stored-computed turnaround hours).
- Wizard: single + bulk modes on one fusion.helpdesk.engagement.wizard
TransientModel with a child wizard.line for per-ticket bulk summaries.
default_get pulls the OpenAI summary on open; AI fan-out for bulk is
parallel via ThreadPoolExecutor (max 5 workers, 30s overall cap).
- OpenAI client in utils.py — stdlib urllib, 15s per-call timeout, every
failure collapses to '' so the wizard's manual-summary fallback fires.
- Public portal: /fusion_helpdesk/engagement/<token>/<decision> GET +
POST, four branded standalone QWeb pages (confirm/done/invalid/error).
Token is single-use, cleared on confirm. Decision posts a public
comment attributed to the resolved owner partner; chatter propagates
to the employee's My Tickets thread per the "fully visible" UX choice.
- Mail templates (single + bulk) with magic-link buttons. Bulk template
renders one card per ticket, each with its own approve/reject URL.
- Reminder cron: daily, single-shot per engagement, configurable via
fusion_helpdesk_central.engagement_reminder_days ICP (default 3, 0
disables).
- Reporting dashboard: pivot/graph/list/kanban over helpdesk.ticket
filtered to engaged ones, with avg-turnaround measure. Menu lives
under Helpdesk > Reporting > Owner Engagements.
- Client_key extended with owner_email/owner_name fields; ticket.create
upserts them from the client-side piggyback (no new sync endpoint).
- 100% coverage on utils + integration tests on wizard, controllers,
re-engagement, cron, computed turnaround. OpenAI mocked in CI.
What's new on client (fusion_helpdesk 19.0.1.7.1 -> 19.0.2.0.0):
- Two new ICP settings: fusion_helpdesk.owner_email / .owner_name with
a new "Owner Approval" block in Settings > Fusion Helpdesk.
- controllers/main.py::submit piggybacks both keys on every ticket
payload so central keeps client_key.owner_email/name fresh
automatically.
Verified live end-to-end on entech -> nexa: payload upsert, wizard with
mocked AI, action_send, portal GET/POST/GET-again cycle, second click
hits the friendly invalid-token page. Token entropy = 122 bits (UUID4).
Three coordinated changes on top of the section grouping:
1. **Mark as Critical** — a red chip on the New tab sets priority='3'
when submitted. The central post-create hook auto-applies a "Critical"
helpdesk.tag (shipped via fusion_helpdesk_central data XML, noupdate=1
so support can recolor without losing it on upgrade), giving support
a kanban-groupable signal that doesn't rely on remembering what
priority='3' means. Scoped to in-app-channel tickets only, so a
support agent manually setting Urgent on their own ticket isn't
silently tagged.
2. **KPI cards above the sections** — Total / Open / Closed / Critical
in a 4-up grid (auto-collapses to 2x2 under 540px). Each card uses
its own saturated gradient so it reads on both light and dark mode —
the dialog backdrop is irrelevant because the gradient brings its
own background. Counts are computed in JS from state.tickets so they
always match what's rendered below.
3. **Colored stage pills** — red Critical, green Solved, dark-yellow New,
orange Cancelled, blue for In Progress / Testing / On Hold. Critical
priority gets a *separate* red pill alongside the stage pill so you
keep stage info even on escalated tickets. Stage matching is
substring-based (lowercased) so a renamed "Resolved" or "Done" stage
on central still maps to the green pill.
Tests cover the new is_critical=True → priority='3' wiring and the
default omission so SLA / stage defaults keep working for normal
tickets. Bumps fusion_helpdesk to 19.0.1.7.0 and
fusion_helpdesk_central to 19.0.1.2.0. End-to-end smoke test verified
live: priority=3 + x_fc_client_label triggers the Critical tag.
Squash-merge of feat/helpdesk-customer-followup. The billing and
fusion_login_audit work from that branch is already on main (landed
separately); this lands only the helpdesk feature.
- Identity keystone: submit() forwards partner_email/partner_name/
x_fc_client_label so the central Helpdesk find-or-creates the customer
partner and subscribes them as a follower (enables reply emails + magic link).
- Embedded in-app 'My Tickets' inbox: server-side scoped read/reply RPC
endpoints, per-user seen tracking (fusion.helpdesk.ticket.seen), systray
unread badge. Defense-in-depth scope domain + _norm_email normalisation
(wildcard emails cannot widen scope).
- fusion_helpdesk_central: x_fc_client_label field + list/search views +
branded acknowledgement email template.
- Deployed and smoke-tested live: nexa central 19.0.1.1.0, entech client
19.0.1.4.1 (requires Contact Creation on the central service account).
Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
